Product Expert

2 months ago

Toronto, Canada Personify Full time

**WHO WE ARE**

At Personify, we build strong connections with our clients so they can build strong connections with their communities. One of the most diversified and fastest-growing technology providers of integrated software solutions, we are innovative leaders in the industry and respond to the needs of our clients through products that include:

- ** CommUnity**, an online community platform for those with common interests to connect, learn and collaborate.
- ** WildApricot**, an all-in-one solution that automates and simplifies workflows enabling nonprofits and associations to manage their membership, streamline their processes, and make room for human connections.
- ** MemberClicks**, an easy-to-use member management cloud solution aimed at small to medium-sized nonprofit organizations and associations.
- ** ThreeSixty**, an enterprise management solution for associations, nonprofits, YMCAs and JCCs to engage, manage and grow their membership.
- And more.

At Personify, we're in the relationship building business, powering conversations, donations, events, and foundations through analytics, tools, and robust backend management systems. With 300+ employees in our offices in Austin, Atlanta, and Toronto, and as part of remote teams across Canada and the US, we're the people designing the technology that reaches 30,000+ clients resulting in 3B+ interactions a year with our products. Joining us is a chance to take your skills and expertise and build solutions for the real world that strengthen the connection between clients, their mission, and their communities.

**WHO WE NEED**

As Product Expert, you serve as the first point of contact for client requests on the Personify Wild Apricot product team. With care, technological curiosity, and excellent customer service, you engage with clients to understand and address their challenges, requests, and ideas. An advocate for both clients and the product, you work closely with the Personify Wild Apricot Consulting team, as well as the Product and Development teams.

**WHO YOU ARE**
- A remarkable communicator _- As the face of our company externally, and the voice of our customer internally, you will communicate technical details to a non-technical audience to ensure the success of our customers while maintaining a friendly and professional manner.
- Empathetic_ - By fully embracing our clients' issues and focusing on their experience, you will be able to provide them with the best possible service and solutions.
- An extreme problem solver_ - You enjoy digging deep into a problem to find the solution. No matter the question, you will embrace it as a welcomed challenge and strive to find a resolution.
- Flexible & adaptable_ - With a focus on providing the best possible solution for our customers, things are constantly evolving. You welcome change fully with a positive look toward the future.
- Independent & Collaborative_ - You can be hyper-focused & task-oriented, while still contributing to the overall development of the team and the customer experience.

**WHAT'S IN IT FOR YOU**

This is an opportunity for someone who wants to be a part of something bigger by helping small organizations and non-profits succeed. Our environment is vibrant and collaborative where we foster the personal and professional growth of all our team members.

You will be working with an amazing team that is invested in your success. We work and play hard, celebrate results, learn from our mistakes, and work to continually improve our performance so that everyone succeeds.

**HOW YOU WILL MAKE AN IMPACT**
- Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
- Learn the inner workings of an Enterprise SaaS platform
- Triage potential platform issues
- Train clients on how to best use a highly configurable platform
- Provide reporting to clients on the status of support cases
- Work with the Product Development team to address bugs and advance the product

**WHAT YOU BRING**
- Relevant work experience preferred
- Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook
- Experience with HTML and CSS
- Familiarity with SQL desired
- Excellent communication skills (both verbal and written)
- Ability to work well in a team environment and collaborate with all levels of staff
- Capability to manage up and escalate as needed depending on the situation
- Experience working at or with trade associations or professional societies is a plus
- Aptitude to multi-task and prioritize while staying organized and managing time effectively
- Capacity to handle difficult situations effectively in a fast-paced environment
- Ability to understand technical jargon and communicate it to clients who have limited technical knowledge
- Excellent interpersonal skills, with a positive, friendly, and helpful

**Job descriptions serve as an outline only. Due to business needs, you may be required to pe

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